[Powerbook G4 15"] Weird Keyboard Problem

[Lincoln]

I think that this problem is more widespread than Apple would like to admit. I posted a thread a couple of months ago on this problem.

Click here

The replacement powerbook wasn't much better either. I have since given up trying to get the problem fixed as they seem to be unable to do so.

Both of the German keyboards had tacky keys too. I cannot believe that Apple UK just replaced the keyboard on my laptop 5 times and didn't once think that maybe something was wrong.

I am glad that I am not the only one with the problem (misery loves company maybe) as this means it isn't just me. However there MUST be a major problem here if other people are experiencing problems.

 

[Demon Hunter]

Thanks for the additional info. It looks like they treated your case fairly well, considering.

Any tips for dealing with customer service? They think I'm making this up or something.

 

[mbrun]

One suggestion, point them to that video Rohn Blake made showing the problem (http://homepage.mac.com/rohn.blake/FileSharing8.html). I think when they see the video and understand there are now well over 50 keyboard replacements (a conservative guess I made counting those on the Apple Discussions) they will at least know we aren't nuts.

There was never any real acknowledgement of a defect, I just exhausted what anyone would have to agree was a reasonable number of repair attempts, and then insisted on a refund after a final attempt by the most trusted technician I had found.

I think I did 3 initial "dispatch" (mail-in) repairs (which were done in Houston) then two at a local Apple Authorized repair center (ProComputing, Dallas). After getting the two new replacement PBs, the second had repairs at the Apple retail store Plano and the final at ProComputing again.

 

[Demon Hunter]

Thanks for the continued help mbrun, I will keep this thread updated with what happens.

 

[Lincoln]

Apple Support Tips

dferrara - dealing with Apple. I just put across that I was very unhappy about the 5th keyboard being faulty and that the wrong layout had been fitted. I asked to speak to the guy's supervisor, not because I was unhappy with the guy I was dealing with but because the problem needed escalating to someone higher up in the chain. Eventually he suggested that I speak to Customer support (you cannot ring these guys directly, only Apple Support can put you through to them).

I told the guy what had happened and he agreed that I had been unfairly treated. At that pint he told me that he would order another Powerbook with an additional 512MB of Ram and that I would have it in 10 days (it only took a week). However, the replacement still has a couple of function keys that are still slightly sticky - the best keyboard so far.

TIPS: Don't swear, don't slag off anyone (previous support people, the person you are on the phone to), Do put across that you are unhappy, Do be polite (nothing makes people more unlikely to help you if you upset them). I sometimes do at support at my workplace so occasionally I am on the receiving end, most people are nice on the phone even when they have had many problems, some people are rude expect a personal support 24-7, etc I know which ones I am more likely to help first!

P.S. This is Apple UK (Europe?) Support. I don't know if Apple US Support is structured differently or not. Hope this is of use to you though.

mbrun - that video is exactly the problem I/we are/was having.

 

[mbrun]

Lincoln said it well. I would echo the suggestions to be patient and also have the case escalated. I got nothing but the option to repair from the first tier of techs, and by directing those at the highest level of support to that video, my opinion is that it will have to begin to make a difference in solving this. My last tech support guy watched it and said he forwarded it to engineering.